Energy giant npower tops complaints table

Soaring complaints about npower make it worst of the big providers, some of
whom are yet to release statistics despite a requirement to do so

Under rules introduced in 2008 by energy regulator Ofgem, all energy companies must publish annual consumer complaints figures each year by October 31 – a deadline missed by EDF Energy, which is yet to disclose its complaints record.Photo: BLOOMBERG

Energy supplier npower has topped the table for customer complaints in the past year, although some suppliers have yet to release their figures – despite a regulatory requirement to do so.

In the 12 months to September 30, npower had 159,034 complaints, a 52pc increase on the previous year and equivalent to 29.3 complaints per 1,000 customers.

The best-performing provider among the “big six” energy firms was E.On, with 10.51 complaints per 1,000 customers. Small provider Ecotricity had the fewest complaints, with 0.55 per 1,000 customers.

Under rules introduced in 2008 by energy regulator Ofgem, all energy companies must publish annual consumer complaints figures each year by October 31 – a deadline missed by EDF Energy, which is yet to disclose its complaints record.

The annual figures detail the number of complaints still unresolved by the end of the next working day.

Five of Britain’s “Big Six” energy suppliers have increased charges this winter by an average of 8pc, more than three times the rate of inflation – though this may change if the Government’s proposed “rollback” of green levies comes into force, potentially cutting bills by £50 a year.

Ofgem is monitoring the late filing by some companies, particularly state-backed French group EDF. An Ofgem spokesman said: “We have fined British Gas and npower in the past for not meeting complaints regulations, so it is an issue we take very seriously. If any company has not published the annual data, we will take this up with them.”

British Gas was fined £2.5m in July 2011 for mishandling customer complaints, and npower was fined £2m later that year for breaching the same regulations.

Energy companies are also required to publish quarterly complaints data, but the annual figures detail the number of complaints unresolved by the end of the next working day.

A Citizens Advice spokesman said: "All energy companies should publish complaints data. Failure to do so will only decrease public confidence in these businesses further.

"Citizens Advice deals with 90,000 problems each year. Energy companies must put their customers first and be more transparent."

Roger Hattam, director of retail operations at npower, said: "We know that some of our customers have not had the service they deserve. We've had some challenges with a new computer system and we're sorry that this has caused problems for customers.

"I want to reassure them that we're working very hard and making progress in ensuring that these issues are resolved as quickly as possible."

EDF Energy could not explain why it had missed the Ofgem deadline.

A spokesman said customers could check its annual performance by using the quarterly figures.

Labour will today unveil details of its own controversial pledge to freeze prices for 20 months, if elected.